Information System Project Management A5 Case Assignment (Case Study Sample)

Information System Project Management A5
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Part 1
Information System Project Management A5
Executive Report
The company should form a formidable team which is dedicated to ensuring the system is installed and functions as intended. The team will formulate policies; identify a reliable supplier who will supply the necessary resources. Computer and I-pads and other products for use in the project are determined, the required number and their specification are resolute and financial estimates made. The plan discusses external quality assurance and the role he plays. The external assurance provider checks compliance with the policies of the firm, he offers advice to the business and ensures that the staff standardizes their practice. The company has set the pace by establishing the schedule which will be followed in implementing the project. The headquarters is the will be the first one to have the system installed. After installation in the headquarters, and installation will continue to the other parks.
The parks will be interlinked and the synchronized to the office for secure communication. The client will be issued with a pass which they will be able to use at any park, and it will be used to swipe at the gate, kiosks and payment of other services or refreshment at the park. After the program has been installed, the management will access its effectiveness and success by conducting satisfaction survey research to the clients. The customers give their experience by answering a question. The risks such as failure to supply the computers and I-pad by the external provider are mitigated by establishing an alternative provider.
Part 2
Introduction
Theme Park Company has several parks around Australia, and it receives around 200,000 families each month. The company is not up-to-date when it comes to the use of technology. Management reporting is indigent, and the loyal customers are complaining that they are not receiving any discount. This to some extent can be linked to lack of information about the client or scattered information about the client (Jung and Yoon 2013,p.8). Management reporting is difficult, and the system is not able to meet frontline customers and staff needs; therefore the management of the company has endorsed a “Digital Transformation” strategy. The company intends to abolish the system and introduce the above strategy so that the customers will be able to access any park using the same “park pass” and integrate the system. It is upon these foundations that this report is produced. The report offers guidance and recommendations to the management on what should be done to achieve the best result.
Recommendations
External Quality Assurance
The firm should engage the services of an external body which will be mandated with checking the quality of services granted to the clients. The external service provider will conduct an interview with the customer to access their satisfaction on services. The compliments, complaints or suggestion offered by the customer and external quality assurance provider will be used by the firm for improving the services provided. To improve the quality of services provided to our clients, the External Quality Assurance service provider will provide advice and support staff on an ongoing basis. He will approve the parks, ensure the staff standardizes their practice, monitor and audit customer satisfaction. The service provider will also check compliance with policies, procedures, and systems in rewarding loyal customers or determining who is a loyal customer (Peltier 2016, p.167). The technological advancement of the company is accessed. Ticketing and communication are adopting the modern technology.
Scope Change Management
The project scope change management process will access the cost benefits and risks of the proposed changes. Project change committee will work to understand the changes requests and justification and then decide if the changes are necessary. Theme Park Company has pointed out the challenges which it needs to be addressed and its objective is to ensure satisfaction of customers and its staff while causing little or no disruption of its services (Cina 2013, p.201) The company is aiming at providing best economic utilization of its resources including human resource. The technology in the parks should be changed gradually, a single park at a time. I-pads and laptops should be used to replace the PCs, and the company should also be fitted with internet connectivity and a website created. The site will be an advertising platform; the website will be linked to the mobile app for easier customer booking.
Communications Management
Communication is the essential aspect of any business, and it determines how the clients and staff view the company. Communication will be enhanced by establishing a customer care service office. The office should be staffed with highly qualified people who will answer queries and address complaints of the clients. Use of the mobile app for booking is a step forward, but the staff and customers should be prepared on how to use it. Senior management and other staff of the company should have a clear chain of command, with one central office for disseminating relevant information about the enterprise (Biswas and Bala 2015, p.289). All other parks should be reporting to the headquarters bi-weekly by providing the report on their progress and customer satisfaction.
Team Formation
Human Resource plays a vital role in a company by managing the employees of the enterprise. Human resource management should be restructured to enhance service delivery and customer satisfaction. The workers should be retrained on the use of new technology. The park employees will be trained on how the mobile app calculates discount afforded to the customer and also be informed on how to calculate the discount to be given to the client at the point of sale or ride kiosks (Zare, Mirjalili and Mirabi 2016, p.294). Back office staff will receive information about the customer and park performance. The park and corporate managers require the provision of information about profitability. Therefore, these employees need to have an interlinked communication channel through which information will be availed. The team of employee created should maintain a good working relation (Warhuus et al. 2016)
Scheduling Techniques
Theme Park Company should use flexible scheduling technique to model how the resources will work accurately. The firm may use fixed duration programming method to enter the task of transforming the company technologically. The firm has to consider duration, work, and units. The number of resources to be allocated to a task depends on the targeted completion period. The resources allocated will drive the task duration, start and the scheduled finish date (Kerzner 2013, p.156). The Customer Relationship Management System is the first system which the firm scheduled to take place within the shortest period. “Park Pass” will be implemented gradually by encouraging the customers to utilize mobile app and online platform as Pass Park, eventually the firm will replace these pass with a smart card for swapping at the gate.
Steering Committee Roles
The steering committee will help the project manager by offering advice and achieving project outcomes. The board provides their input to the development of the project by critically evaluating the project and developing evaluation strategy. The committee will offer advice on budget, monitor timeliness and the quality of the project as it develops. Priorities in the project will be identified to determine where the most energy should be directed. Potential risks will be identified and monitored by the committee. When changes to the project are inevitable, the committee will be called upon to give its insight or decision (Mosavi 2014, p.390). The committee is tasked with ensuring that the planned strategy matches the aim of the project and that the purpose has been achieved. The project will be under constant review against the milestone set and conflicting priorities on the allocation of resources will be determined. The committee is responsible for fostering positive communication about the project to all relevant stakeholders. It is also the duty of the committee to contribute to the evaluation of the project, implementation and accessing its actual impact on the intended audience (Jeffs et al. 2013)
Conclusion
The success of the project will be determined by how it is implemented from consultation to installation and testing. The people to be engaged in installation should be qualified. Constant monitoring is essential in ensuring that the best service is rendered and that there will be no time wastage. The committee will ensure purchase of high quality products and will test them upon purchase.
The Project Implementation Plan
Pre-implementation plan
Pre-implementation plan entails budgeting for the resources. The Ethernet cables and WiFi costs will be accessed and determined. Customer systems from different parks will be integrated, each park is allowed to work independently but reports to the headquarters. Resources such as new computers, I-Pad and laptops will be bought and brought to the stores of the company. The software will be installed on the system. The specifications of the computers and I-pad, such as the model and design, will be determined before purchase and installation. The customer system will be designed to capture information about the customer. Client name, age, and dependant will be achieved in the new system. A policy is drafted detailing how the plan will be implemented; implementation will start from the headquarters then to...